Package sent by Japan Post hasn't arrived.
※The package will be shipped from our warehouse the next business day after the payment date.
＜1＞
Shipping delays could be caused by weather conditions, flight reductions, customs clearance in the destination, and global issue.
Please also track the package on your local postal system to get more information.
In some cases, delivery status cannot be updated for a while when packages get stuck at customs.
＜2＞
If delivery status of your package matches the following conditions and hasn't been updated for a while, please go to your local post office's website to track the package and follow the instructions.
・ Item presented to import Customs
・ Held by import Customs/In Customs
In this stage, the package might be awaiting payment of customs duties/taxes or requires documentation. Since the package might be missing as well, please contact your local customs as soon as possible.
・ Item held at delivery depot/delivery office
・ Processing at delivery Post Office
The package might be awaiting payment of customs duties/taxes. Sometimes the package may be awaiting pick-up due to unsuccessful delivery attempt.
Please go to your nearby post office in person to collect the package as soon as possible since packages might be returned to sender if it exceeds the retention period at the post office.
＜3＞
If your package does not match either of the conditions above and the problem can't be resolved after contacting your local Customs and post office, please send the information below to tenso.com customer service.
＜1＞
Shipping delays could be caused by weather conditions, flight reductions, customs clearance in the destination, and global issue.
Please also track the package on your local postal system to get more information.
In some cases, delivery status cannot be updated for a while when packages get stuck at customs.
＜2＞
If delivery status of your package matches the following conditions and hasn't been updated for a while, please go to your local post office's website to track the package and follow the instructions.
・ Item presented to import Customs
・ Held by import Customs/In Customs
In this stage, the package might be awaiting payment of customs duties/taxes or requires documentation. Since the package might be missing as well, please contact your local customs as soon as possible.
・ Item held at delivery depot/delivery office
・ Processing at delivery Post Office
The package might be awaiting payment of customs duties/taxes. Sometimes the package may be awaiting pick-up due to unsuccessful delivery attempt.
Please go to your nearby post office in person to collect the package as soon as possible since packages might be returned to sender if it exceeds the retention period at the post office.
＜3＞
If your package does not match either of the conditions above and the problem can't be resolved after contacting your local Customs and post office, please send the information below to tenso.com customer service.
1. Order details from the shop with price and quantity listed
2. Information after contacting the Customs/post office
- Date of contact:
- Branch facility:
- Person in charge:
- Answer with details
2. Information after contacting the Customs/post office
- Date of contact:
- Branch facility:
- Person in charge:
- Answer with details
We will file a report to have Japan Post investigate the issue once receive the information above.